Experience Investigators by 360Connext

OCTOBER 17, 2018

Thanks to a fun report from CCW , Customer Contact Week, and some clever customer experience pros (and prose – ha ha,) there is a discussion around leadership buzzwords we should have. We aim for an exceptional “journey” for our customers but are only referring to marketing. And I agree.

Leadership 283

Leadership Culture Customer Centricity Report 283

Horizon CX

JUNE 2, 2020

Those might at first appear to be two leadership extremes and to some degree they are but unfortunately, they’re more common within business than we’d probably like to admit. This makes having the traits of a “Multiplying Leader” important in any CX leadership role.

Leadership 130

Leadership Culture Strategy Customer Experience Professionals 130

ClearAction

JUNE 25, 2023

What is Experience Leadership Mastery? Lynn Hunsaker Experience Leadership Mastery is a curriculum spanning your C-Suite, Board, executives, experts, experience steering committee, certification candidates, and entire experience management team. ClearAction.com/experience-leadership-mastery Why? Start here! Get started today!

Leadership 62

Leadership Touchpoint Course Employee Experience 62

Experience Investigators by 360Connext

OCTOBER 17, 2018

Thanks to a fun report from CCW , Customer Contact Week, and some clever customer experience pros (and prose – ha ha,) there is a discussion around leadership buzzwords we should have. We aim for an exceptional “journey” for our customers but are only referring to marketing. And I agree. Get the full agenda here!

Leadership 227

Leadership Culture Customer Centricity Report 227

InMoment XI

NOVEMBER 30, 2023

Doing this allows you to cultivate a strong and recognizable presence in the market. Analyzing competitor strategies and market perceptions provides valuable insights for refining your own brand positioning. Let’s explore how cultivating thought leadership can be a game-changer in your brand reputation management strategy.

Brands 378

Brands Management Multi-Channel Social Media 378

Michelli Experience

JULY 24, 2018

Leadership skills learned from a great leader. In case Johnny’s business sounds familiar, it’s a tiny retail stand above Elliott Bay where the staff (referred to as fishmongers) throw fish in the Pike Place Market district of Seattle. Excerpting from the Seattle Times article, you can learn a lot about Johnny’s leadership style.

Leadership 100

Leadership Retail Consulting Marketing 100

2020 Research

APRIL 28, 2023

Sago’s Commitment to Driving Product and Technology Innovation Takes Leap Forward with Leadership Appointments Iselin, NJ—April 26, 2023 – Sago (formerly Schlesinger Group), a leading provider of adaptive, tech-enabled research solutions and platforms, announced two key leadership appointments to further its digital transformation.

Leadership 52

Leadership Technology Innovation Connections 52

BlueOcean

MAY 18, 2022

Blue Ocean, an award-winning provider of customer care solutions, is delighted to announce the promotion of Amy Bennet Roach to Vice President, Sales and Marketing. Amy joined the Blue Ocean team as Communications Manager in 2010, bringing with her a wealth of experience in marketing, advertising, communication, and public relations.

Sales 156

Sales Marketing Advertising Customer Care 156

Storyminers

JULY 21, 2015

The post How Frustration–Through Design–Became Market Leadership appeared first on Mike Wittenstein. Jeffery Sears, CEO of PIRCH, interviewed by Mike Wittenstein of Storyminers I went to visit the new Atlanta PIRCH store in Buckhead, near Lenox Square just a few weeks ago and I was blown away by the experience.

Leadership 100

Leadership Marketing Customer Experience Customer Experience Design 100

Customer Bliss

DECEMBER 12, 2017

In my conversation with Isabella Lau , who has held the hybrid role of both CMO & CCO at Manulife Hong Kong for over 7 years, we discuss this emerging expanded role, how Isabella is driving both brand, operational, and cultural leadership – and why her unique background in both operations and marketing prepared her for success.

Leadership 0

Leadership Marketing Customer Experience Chief Customer Officer 0

Calabrio

DECEMBER 18, 2020

This guest post is authored by Steven Kaish , SVP, Product Marketing & Technical Partners at Glia. “I This data intelligence, in turn, is helping executive leadership to make faster and better business decisions, see new opportunities and even reimagine future directions. The New, Data-Driver Leadership.

Contact Center 162

Contact Center Leadership Self Service Analytics 162

Education Services Group

NOVEMBER 21, 2022

I’m talking about the 2022 Customer Success Leadership Study (much more exciting, IMHO). Given that the labor market remains tight as teams expand, CS leaders have had to get creative in their search for talent. For additional insights on Customer Success influences and trends, download the full 2022 Customer Success Leadership Study.

Study 98

Study Leadership Customer Success Industry 98

Totango

APRIL 1, 2021

Totango is excited to announce that we have once again been recognized by G2 with awards for our leadership in Customer Success. We also recently received the following badges: G2 Leader Spring 2021 recognizes vendors who have high customer satisfaction ratings and dominating market presences. . G2 and Heinz Marketing ).

Leadership 79

Leadership Software Analytics Touchpoint 79

Gainsight

MARCH 8, 2023

Today, financial leadership is transforming once again. Gainsight CEO Nick Mehta champions a concept known as “ human-first leadership.” In recent months, I’ve realized that to overcome the challenges we now face, we need a new evolution in financial leadership: the rise of the human-first CFO. Look in the mirror.

Leadership 52

Leadership Financial Conference Communication 52

Natalie Petouhof

AUGUST 15, 2022

Valoir’s State of Digital Transformation study published in Fall 2021 found that the biggest challenges for successful digital transformation were not budgets or resources, but departmental politics and lack of executive leadership. An ounce of positive experience is worth a pound of marketing (at least).

Leadership 52

Leadership Customer Experience Contact Center Metrics 52

Blake Morgan

MARCH 21, 2023

Aside from a strong digital experience, what sets Betterment apart is its customer-centric leadership. Betterment builds a culture of customer-centric leadership by promoting empathy and encouraging everyone to take client calls—no matter their title or seniority.

Leadership 59

Leadership Customer Focused Customer Centricity How To 59

UJET

JULY 2, 2020

We’re thrilled to welcome two new members to our executive leadership team, Baker Johnson as Vice President of Marketing and Dave Bullock as Vice President of Engineering. The post UJET Adds Baker Johnson as VP of Marketing and Dave Bullock as VP of Engineering to its Executive Leadership Team appeared first on UJET.

Leadership 72

Leadership Contact Center Marketing Customer Centricity 72

Oracle

MARCH 12, 2021

Customer Experience (CX) leadership is more important than ever before. To inspire you to innovate your CX even further, and in honor of Women’s History Month, here are 10 leadership quotes by women in tech. .” Being head of marketing isn’t who I am at my core, so what’s my why?

Leadership 97

Leadership Chief Customer Officer Connections Strategy 97

Calabrio

DECEMBER 18, 2020

This guest post is authored by Steven Kaish , SVP, Product Marketing & Technical Partners at Glia. “I This data intelligence, in turn, is helping executive leadership to make faster and better business decisions, see new opportunities and even reimagine future directions. The New, Data-Driver Leadership.

Contact Center 130

Contact Center Leadership Self Service Analytics 130

Lithium

JULY 5, 2022

We've heard loud and clear in our recent NPS surveys that you're interested in more thought leadership. Thought Leadership Blogs and Label. This is why we launched our unique human-focused thought leadership content to cut through the clutter of vague social tips and misguided strategies. Outcome Keywords for Marketing.

Leadership 52

Leadership NPS Tips Engagement 52

CloudCherry

OCTOBER 1, 2019

And, when it comes to Customer Experience in Marketing- as in all things- we want people to remember that. Becky Roemen’s Bio (In her own words): An experienced Customer Experience transformation strategist with demonstrated success and thought leadership. Hey, we’re only human. It’s simple. Request a demo.

Customer Experience 150

Customer Experience Marketing Contact Center Loyalty 150

Customer Bliss

JUNE 16, 2016

Every senior leadership team and every executive wants a good customer acquisition strategy, a good customer retention strategy, a strong lifetime value per customer, and a good overall customer experience. The first step is actually around leadership development. The first step is actually around leadership development.

Leadership 100

Leadership Customer Experience Travel Customers 100

SuiteCX

JULY 9, 2018

In the recent research report by MyCustomer in association with Quadient, Customer Journey Mapping Research Report 2018, results validate what we practitioners have known for years: leadership buy-in absolutely matters and it should never be a one-and-done effort. These days, tools are everywhere, and CJM has grown in strategic importance.

Customer Journeys 100

Customer Journeys Leadership Exercises Report 100

Customer Bliss

JULY 21, 2016

United leadership is important. I’ve been doing this type of work since 1983 (wow), and united leadership — which I regularly call one-company leadership in my books, speeches, and my five competencies — is as important as anything else. (If United Leadership: Necessary to move from talk to action.

Leadership 100

Leadership Chief Customer Officer Customer Journeys Metrics 100

Gainsight

MAY 31, 2023

The G2 Spring 2023 Grid Report for Customer Success was released, and it ranked the top 10 Customer Success solutions on two axes: Market Presence and Customer Satisfaction. The post Gainsight Continues Its Leadership Position in Customer Reviews appeared first on Gainsight Software.

Leadership 52

Leadership Gamification Analytics Customer Satisfaction 52

Blake Morgan

JULY 18, 2023

           From Chief Experience and Chief Customer Officers to Customer Experience leaders, more companies are creating customer leadership roles. One of the most crucial foundational steps in customer leadership is creating a system for gathering data and feedback.

Leadership 52

Leadership Chief Customer Officer How To Customer Centricity 52

Customer Bliss

FEBRUARY 13, 2018

Josh has always been interested in the relationship between marketing and services. In this episode, I talk to Josh about what customer experience leadership looks like in a large, multi-service organization like Samsung. Present the Customer Experience Story to Leadership. Develop a Recovery Service Model and Seek Solutions.

Leadership 141

Leadership Customer Experience Customer Service Call Center 141

Horizon CX

APRIL 30, 2024

Understanding Organizational Transformation Transformation goes beyond incremental improvements; it entails fundamentally altering an organization’s structure, processes, culture, and mindset to adapt to evolving market dynamics and customer expectations. It requires vision, strategic alignment, and relentless execution.

Customer Centricity 130

Customer Centricity Competitive Advantage Culture Customer Experience Professionals 130

Oracle

MARCH 5, 2020

Leaders surveyed for the report identified leadership and management, creative problem solving, and communication among the highest priority skills for their workforce. ” -Liz Walton, Vice President of Marketing, Yext. “The path to a career in technology or digital marketing isn’t necessarily a straight path.

Leadership 98

Leadership Customer Journeys Technology Report 98

Customer Bliss

JULY 14, 2016

Short post this week as I’m in the middle of moving, but I wanted to take a few seconds and discuss leadership accountability as relates to customer experience. In the writings and speeches I’ve done, I commonly refer to this as “one-company leadership.” Leadership accountability. One-company leadership.

Leadership 100

Leadership Customer Experience Chief Customer Officer Metrics 100

Blake Morgan

AUGUST 29, 2023

I talked to Naomi Wheeless, the Global Head of Customer Success at Square, about the management and leadership strategy required to modernize and run a customer-centric contact center. Square is a publicly traded company providing financial, payment, and marketing services for businesses.

Contact Center 52

Contact Center Leadership Strategy Management 52

CSM Magazine

AUGUST 10, 2023

Calabrio, the workforce performance company, has appointed Dillon Nugent as Chief Marketing Officer (CMO). With more than 25 years of experience in marketing leadership roles, Nugent brings a wealth of expertise in building and scaling marketing efforts to enable growth strategies at software-as-a-service (SaaS) companies.

Marketing 52

Marketing Customer Centricity Leadership Strategy 52

ShepHyken

SEPTEMBER 2, 2016

This week on our Friends on Friday guest blog post my colleague, John Smart, explains the leadership term VUCA and how it can relate to customer service. In a previous article I described the difference between customer management and customer leadership. Shep Hyken. John Smart is a development consultant, running his own consultancy.

Leadership 69

Leadership Customer Service Consulting Communication 69

CSM Magazine

FEBRUARY 28, 2024

When I joined Sabio, we were a team of just 30 people focused on solving problems in the contact centre market. Today, as the CEO, I’m proud to lead a company that manages more than 500 enterprise brands globally, helping some of the world’s largest companies deliver exceptional customer experiences. How did we get here?

Leadership 52

Leadership Innovation Groups Conference 52

Strativity

JULY 19, 2022

Los Angeles, CA – July 19, 2022 – Today, global customer experience transformation company , Material, announces the appointment of two key leadership hires to further support its growth and evolution. I couldn’t be more excited to welcome Laurie and Rajdeep to the Material leadership team,” said CEO Bill Kanarick.

Leadership 52

Leadership Customer Centricity Technology System 52

Russel Lolacher

MAY 30, 2022

A few reasons he is awesome – he’s a leadership, employee engagement and customer experience expert and keynote speaker through his consultancy Brand at Work. Where followers fit in good leadership. How trust is an outcome, not a value of leadership. KEY TAKEAWAYS. The balance between results and humanity.

Leadership 52

Leadership Culture Exercises Airlines 52

ClientSuccess

APRIL 28, 2021

Silicon Slopes, Utah, April 28, 2021 — ClientSuccess, a leading Customer Success Platform, announced today that Kristi Faltorusso has joined their executive leadership team as Vice President of Customer Success. . Faltorusso brings over a decade of experience in Customer Success leadership. VP, Marketing & Sales.

Leadership 59

Leadership Customer Success B2B Customer Retention 59